Contact Centre Agent Surveillance at Bidvest Facilities Management

ROLE PURPOSE

• The main responsibility of the Contact Centre Agent Surveillance, is to ensure the reliability and minimum down time of the sites, monitored by power monitoring systems and both internal and client CRM systems in the most cost-effective manner.

This must be done by:

• Proactively monitoring of power monitoring system
• Proactively monitoring of alarms
• Proactively monitoring of CRM systems
• Proactively the sites in ZonMax
• Detection of any faults or potential faults
• Investigate the possible cause.
• Dispatching, updating, and tracking of all faults till alarm is cleared.
• Logging and handing over of power failure tickets.
• Escalate the faults and provide feedback where required.

MAIN OUTPUTS

• Proactive monitoring of sites and detection of potential faults
• Accurate interpretation of alarms and the causes of faults
• Escalation of faults within time, to provide minimum down time.
• Prioritization of faults and alarms
• Decision making in terms of dispatching of technical officers to sites.
• Effective feedback to Contact Centre management, regional management, and external clients where applicable.
• Escalation of maintenance related faults on the monitoring platform
• Establish and coordinate conference calls between customers (internal and external)

QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE
The Applicant must meet the following requirements:

• Grade 12
• N6 and/or Trade Test Electrical.
• Computer packages essential
• Good listening, verbal, and written communication essential
• Drivers License
• Initiative and information seeking
• Achievement motivation
• Teamwork and cooperation
• Values diversity
• Flexibility
• Languages
• Need to be able to work shifts work
• Need to be available on short notice

FUNDAMENTAL COMPETENCIES

• Personal and professional integrity
• Attention to detail
• Influencing skills
• Team player with strong leadership ability
• High energy levels and action orientated
• Results orientated and highly motivated
• Excellent time management